Comparison of Factors that Influence Customer Loyalty in Sharia and Conventional Banks The Influence of Bank Reputation and Customer Value
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Abstract
Penelitian ini bertujuan untuk membandingkan faktor-faktor yang mempengaruhi loyalitas nasabah pada bank syariah dan konvensional. Variabel bebas yang diteliti adalah reputasi bank dan nilai pelanggan. Data dikumpulkan menggunakan kuesioner dan diolah menggunakan analisis regresi linier berganda. Hasil penelitian menemukan bahwa reputasi perusahaan berpengaruh positif dan signifikan untuk nasabah bank syariah, namun untuk nasabah bank konvensional pengaruh reputasi perusahaan terhadap loyalitas nasabah ditemukan positif tetapi tidak signifikan. Selanjutnya, nilai pelanggan berpengaruh positif dan signifikan terhadap loyalitas nasabah baik pada nasabah bank syariah maupun konvensional. Kontribusi reputasi perusahaan dan nilai pelanggan pada bank konvensional menunjukkan persentase yang lebih tinggi dibandingkan pada bank syariah.
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